Afrihost and Telkom: shocking service (2 weeks and counting without internet)

[Rickster]

When people blame the ISP, but its a line fault...sigh.

 

[DJ...]

Vox do not get priority at all. Some areas are better equipped and have better resources, and can therefore be booked, despatched, and fixed quicker than others...

 

[DERoestorf]

When people blame the ISP, but its a line fault...sigh.

When MWEB said they manage my line, but do nothing to fix the problem, other than tell me to wait 10 days, yes, I will blame them, as they are useless. Any ISP who is not willing to go the extra mile for their customers should ecpect to loose their customers in my opinion. All MWEB had to do was show me that they were willing to try and get the problem resolved, but they could not even do that. In fact, I knew that my telkom fault was closed before MWEB knew about it, and I only found out 2 days of the fault was closed, unresolved.

 

[Rickster]

When MWEB said they manage my line, but do nothing to fix the problem, other than tell me to wait 10 days, yes, I will blame them, as they are useless. Any ISP who is not willing to go the extra mile for their customers should ecpect to loose their customers in my opinion. All MWEB had to do was show me that they were willing to try and get the problem resolved, but they could not even do that. In fact, I knew that my telkom fault was closed before MWEB knew about it, and I only found out 2 days of the fault was closed, unresolved.

Thats why you should follow up with mweb and apply pressure to them. (Threaten cancellations Etc.).

 

[DJ...]

Quick tip: you'll get much further with your ISP, and in fact just about all support desks, by being cool calm, and respectful.

The moment it turns into threats (like the suggestion to threaten cancellation) you shoot yourself in the foot...

 

[DERoestorf]

Quick tip: you'll get much further with your ISP, and in fact just about all support desks, by being cool calm, and respectful.

The moment it turns into threats (like the suggestion to threaten cancellation) you shoot yourself in the foot...

I was calm for 2 weeks, explaining my frustration, without shouting. Friday I cancelled, and suddenly now a tech guy want to help.

 

[znh]

http://mybroadband.co.za/vb/showthread.php/686866-ADSL-Line-with-Afrihost-lt-terrible-decision

Afrhost also used to manage my line, then it broke, struggled for months, next afrihost refused to refund me for the downtime. So eventually I left afrihost and cancelled my ADSL

Loving my fibre. South Africa needs more competition

 

[Rickster]

http://mybroadband.co.za/vb/showthread.php/686866-ADSL-Line-with-Afrihost-lt-terrible-decision

Afrhost also used to manage my line, then it broke, struggled for months, next afrihost refused to refund me for the downtime. So eventually I left afrihost and cancelled my ADSL

Loving my fibre. South Africa needs more competition

I just got a credit note last week for down time, what was your reason? Or is it a bs story to make AH look bad.

 

[Icemanbrfc]

Thats why you should follow up with mweb and apply pressure to them. (Threaten cancellations Etc.).

Correct

If his line was managed by Telkom, he would have contacted Telkom and apply pressure on them. The fact that his line is managed by an ISP, means he needs to apply pressure on the ISP, not expect them to remember him out of so many other queries.

 

[nerf]

That is correct. Except that Afrihost claims to manage the line with Telkom on your behalf. Simply handing it over to Telkom on my behalf is not managing it. They didn't follow up at all. In addition, I am paying for a full month of service and receiving nothing. I should be receiving a rebate for this month.

When I wanted to upgrade my line speed oh my word what a battle, Telkom said YES you can, Afrihost said NO you cant.

To simplyfy my battle with Afrihost it was approx 1 month later 3 tickets logged, escalations to Gian, emails, endless PMs to Afriman, screendumps and evidence from Telkom, stories from their account manager yada yada etc only then did Afrihost bother to try a manual request for upgrade and wahla. If Afrihost could've only tried this in the first place, instead of constantly spinning me some story.

What I didn't appreciate was that I pay Afrihost to manage this line yet I had to act as the middle man between them and Telkom.

 

[Johnatan56]

I don't think Afrihost will give you a rebate. Their rep can confirm this...

I got a rebate the last time my line was down.